A short YouTube excerpt in which Louis Massaro argues that the company’s success is defined by its customers’ success. He emphasizes "love our customers" as an operational principle: understand customers' problems and stresses, take personal accountability, and proactively prevent issues upstream rather than measuring success by attendance in events or programs.
Love our customers. And what does that mean? That means for us, right? Moving mastery. When I look at it, everybody on the team knows, look, when our customers succeed, when our clients succeed, when people to come to our events succeed, when our inner circle succeeds, when private clients succeed, we succeed. That's our determining factor. Our success is based off their success. My success is not how many people I could get into a virtual room or in a seminar or into a program. It's how many companies can can we help to succeed. So in order to do that we need to love our customers. We need to understand what they're going through, what their problems are, what their stresses are. We have to understand what they're going through. We have to take personal accountability and say, you know what if they're complaining about that, what could we have done upstream that would have helped that from happening in the first place.
